Job summary
The post holder will provide day-to-day operational management of the reception administration team and ensure there is adequate cover for each reception area and service. The post holder will support the General Manager and Service Managers in delivering the Trust's key performance targets for the Outpatients Department through effective and flexible use of physical resources. The post holder is expected to ensure that all duties are carried out in timely fashion and to a high professional standard whilst delivering a friendly, patient-centred service.
Main duties of the job
Be responsible for "on-the-floor" activities and assist the team when necessary
Support the team and uphold departmental and Trust Policies
Regularly monitor the well-being of team members
Ensure that all appointment lists are completed appropriately and in a timely fashion
Be fully versed in all systems used by the team and able to troubleshoot basic issues
Communicate with a wide range of stakeholders such as patients, carers, GPs, clinicians, nursing staff, colleagues from different specialties and other professionals on a range of matters via verbal, telephonic, MS Teams, written or electronic means
Communicate in a manner that is consistent and in keeping with HEART Values as well as Trust policies and procedures ensuring a positive image of the service is maintained at all times
About us
London North West University Healthcare NHS Trust (LNWH) cares for the people of Brent, Ealing, Harrow and beyond.
Our team of more than 8,200 clinical and support staff serve a diverse population of almost one million people.
We run major acute services at:
- Northwick Park Hospital: home to one of the busiest emergency departments (A&E) in the country. The hospital provides a full range of services including the country's top-rated hyper-acute stroke unit and one of only three hyper-acute rehabilitation units in the UK
- St Mark's Hospital: an internationally renowned specialist centre for bowel disease
- Ealing Hospital: a busy district general hospital providing a range of clinical services, as well as 24/7 emergency department and urgent care centre, and specialist care at Meadow House Hospice
- Central Middlesex Hospital: our planned care site, hosting a range of surgical and outpatient services and collocated with an urgent care centre.
We are a university teaching NHS trust, in recognition of the important role we play in training clinicians of the future and bringing the benefits of research to the public.
Job description
Job responsibilities
*****Please see attached job Description and Person Specification for full role duties and responsibilities******
Job description
Job responsibilities
*****Please see attached job Description and Person Specification for full role duties and responsibilities******
Person Specification
Education and Qualifications
Essential
- oA-Level / NVQ4 education or relevant supervisory experience
Desirable
- Diploma/NVQ level 3 in Administration
Knowledge and experience
Essential
- oExperience in an NHS administrative/clerical role oExperienced user of EPRs (eg: Cerner / Intouch / DrDr
- oKnowledge of patient pathways and able to book follow up appointments for patients oProficient user of Excel, Word and Outlook oAccurate and fast data entry and keyboard skills oExperience in maintaining and updating databases
- oA strong understanding of data protection and confidentiality and the issues around ensuring compliance in practice oExperience of delivering outcomes within agreed timeframes oExperience in organizing and prioritizing own workload
Desirable
- oKnowledge and understanding of basic medical terminology oExperience of managing staff and enacting Trust HR policy
Skills abilities and attributes
Essential
- oKind and Efficient leader oAssertiveness skills and the confidence to deal diplomatically with a wide range of people, organisations and situations
- oExcellent interpersonal skills including telephone, verbal and written communication
- oAble to operate and think laterally at a strategic level with good analytical skills
- oAble to respond sympathetically and sensitively to patient needs oExcellent attention to detail
- oAbility to work without supervision oFlexible and able to work to deadlines under pressure and multitask oPositive, friendly attitude
Heart Values
Essential
- Demonstrate commitment to Trust HEART values: honesty, equity, accountability, respect, and teamwork. Demonstrate commitment to place Quality at our HEART
Person Specification
Education and Qualifications
Essential
- oA-Level / NVQ4 education or relevant supervisory experience
Desirable
- Diploma/NVQ level 3 in Administration
Knowledge and experience
Essential
- oExperience in an NHS administrative/clerical role oExperienced user of EPRs (eg: Cerner / Intouch / DrDr
- oKnowledge of patient pathways and able to book follow up appointments for patients oProficient user of Excel, Word and Outlook oAccurate and fast data entry and keyboard skills oExperience in maintaining and updating databases
- oA strong understanding of data protection and confidentiality and the issues around ensuring compliance in practice oExperience of delivering outcomes within agreed timeframes oExperience in organizing and prioritizing own workload
Desirable
- oKnowledge and understanding of basic medical terminology oExperience of managing staff and enacting Trust HR policy
Skills abilities and attributes
Essential
- oKind and Efficient leader oAssertiveness skills and the confidence to deal diplomatically with a wide range of people, organisations and situations
- oExcellent interpersonal skills including telephone, verbal and written communication
- oAble to operate and think laterally at a strategic level with good analytical skills
- oAble to respond sympathetically and sensitively to patient needs oExcellent attention to detail
- oAbility to work without supervision oFlexible and able to work to deadlines under pressure and multitask oPositive, friendly attitude
Heart Values
Essential
- Demonstrate commitment to Trust HEART values: honesty, equity, accountability, respect, and teamwork. Demonstrate commitment to place Quality at our HEART
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
